Limitations of Light Agents on Zendesk
Except for the Staff role, Zendesk also has a Light Agent role, which has limited permissions. Light Agents are able to see tickets, ticket views, and user profiles. If necessary, they can add internal notes to assist Staff agents during their work on the customer request, too. However, they can only leave private notes.
Additionally, Light Agents can request tickets on behalf of the available end-users. However, you can’t assign tickets to the Light Agent.
Due to their special role, there are some peculiarities you should take into account.
When migrating from Zendesk:
- Light Agents will migrate as Contacts because this role exists only in Zendesk;
- Any tickets raised by Light Agents will be automatically reassigned to the default agent;
- Private Notes left by Light Agents will be displayed as those left on the behalf of the default agent.
Move to a new customer service
Benefit from a free Demo and see a test migration to a desired tool.
Set up a Demo
When migrating to Zendesk:
Zendesk agents should have the Staff role. That way the Migration Wizard will be able to assign tickets to agents on Zendesk, and you will be able to match agent emails on the settings page.
Lastly, if you’re going to use any of the custom roles during the migration, please let us know. Our support team will help you plan the transition the best way possible.